MISY 5380 END OF COURSE ANSWERS AND
QUESTIONS SET A+
✔✔Customer contact center - ✔✔CCC is a customer contact center—formerly called a
customer call center—that, in addition to incoming and outgoing company telephone
calls, handles e-mail, Web, wireless, and written interactions with customers. CCCs
may handle sales, service, and customer care.
✔✔Difficulties in integrating customer data - ✔✔A number of challenges present
themselves as organizations attempt to create the single customer view so critical to
CRM. They must consolidate and resolve the problems resulting from the following:
disparate databases; multiple touch points; departmental disparity; dissimilar
applications; inconsistent customer data.
✔✔A reference database can be considered a component of CDI.
True
False - ✔✔True
✔✔Processing large volumes of data through typical batch processes can result in:
1. Inconsistent data
2. Data duplication
3. Inaccurate data
4. Data latency
5. Consistent data - ✔✔4. Data latency
✔✔It is better to have inconsistent data than inaccurate data.
True
False - ✔✔False
✔✔The digital age has introduced a more discerning customer who expects much more
from their interactions with a business.
True
False - ✔✔True
, ✔✔Postal Processing:
1. Ensures optimal delivery
2. Provides a new address for a person who moved
3. Can be used to process business addresses
4. Helps support the CRM effort
5. All of the above - ✔✔5. All of the above
✔✔Data latency means that all relevant customer data is available at all required
customer interaction touch points.
True
False - ✔✔False
✔✔All points of customer and business user interaction that determine the nature of the
relationship must have access to relevant customer data.
True
False - ✔✔True
✔✔All of the following are CDI requirements except for:
1. Distribution of data from its source to all points of interaction must be standardized
2. All databases must capture and store data the same way.
3. All interaction points must have access to relevant data.
4. All decision-dependent data needs to be delivered to all respective points of
interaction
5. All data must be consistent and accurate. - ✔✔2. All databases must capture and
store data the same way.
✔✔The success of a business-customer relationship is determined by:
1. The quality of the telephone conversation
2. The efficiency of direct mail
3. The efficiency of a web transaction
4. The quality of the interactions
5. A pleasant salesperson - ✔✔The quality of the interactions
✔✔Construction of a database is the first step in the CDI process.
True
False - ✔✔False
✔✔Enabling relevant information to flow freely throughout an organization to the point of
the interaction is a goal of:
QUESTIONS SET A+
✔✔Customer contact center - ✔✔CCC is a customer contact center—formerly called a
customer call center—that, in addition to incoming and outgoing company telephone
calls, handles e-mail, Web, wireless, and written interactions with customers. CCCs
may handle sales, service, and customer care.
✔✔Difficulties in integrating customer data - ✔✔A number of challenges present
themselves as organizations attempt to create the single customer view so critical to
CRM. They must consolidate and resolve the problems resulting from the following:
disparate databases; multiple touch points; departmental disparity; dissimilar
applications; inconsistent customer data.
✔✔A reference database can be considered a component of CDI.
True
False - ✔✔True
✔✔Processing large volumes of data through typical batch processes can result in:
1. Inconsistent data
2. Data duplication
3. Inaccurate data
4. Data latency
5. Consistent data - ✔✔4. Data latency
✔✔It is better to have inconsistent data than inaccurate data.
True
False - ✔✔False
✔✔The digital age has introduced a more discerning customer who expects much more
from their interactions with a business.
True
False - ✔✔True
, ✔✔Postal Processing:
1. Ensures optimal delivery
2. Provides a new address for a person who moved
3. Can be used to process business addresses
4. Helps support the CRM effort
5. All of the above - ✔✔5. All of the above
✔✔Data latency means that all relevant customer data is available at all required
customer interaction touch points.
True
False - ✔✔False
✔✔All points of customer and business user interaction that determine the nature of the
relationship must have access to relevant customer data.
True
False - ✔✔True
✔✔All of the following are CDI requirements except for:
1. Distribution of data from its source to all points of interaction must be standardized
2. All databases must capture and store data the same way.
3. All interaction points must have access to relevant data.
4. All decision-dependent data needs to be delivered to all respective points of
interaction
5. All data must be consistent and accurate. - ✔✔2. All databases must capture and
store data the same way.
✔✔The success of a business-customer relationship is determined by:
1. The quality of the telephone conversation
2. The efficiency of direct mail
3. The efficiency of a web transaction
4. The quality of the interactions
5. A pleasant salesperson - ✔✔The quality of the interactions
✔✔Construction of a database is the first step in the CDI process.
True
False - ✔✔False
✔✔Enabling relevant information to flow freely throughout an organization to the point of
the interaction is a goal of:
